New potential client
Capture contact details, matter category, location/jurisdiction and approved screening questions, then route to consultation review.
Rules worth deciding before launch
- Administrative intake only—no legal advice
- No promises about representation or outcomes
- Conflict determination remains with the firm
- Sensitive matters use approved data-minimization and escalation rules
- Existing-client and new-matter paths remain distinct
What the receptionist should do well
A strong implementation reduces the number of ordinary calls that depend on someone stopping work to answer a phone. It should capture the details your team uses, give only approved information, and move each caller toward a real next action. If a downstream system is unavailable or the conversation moves outside the approved workflow, the caller should get a clear fallback instead of a fabricated answer.
How to test the Law Firms workflow
Test ordinary requests, an after-hours call, an out-of-area caller, a caller who is unclear about what they need, a request for a human, a failed booking attempt and at least one situation that must never be automated. Inspect the appointment, transfer, message or callback result—not just the transcript.
Law Firms AI receptionist questions
Can the AI give legal advice?
No. It can explain approved administrative information and collect intake details, but legal analysis, strategy and advice belong to a lawyer.
Can it schedule consultations?
Yes, if the firm defines the eligible appointment types, availability and screening requirements. The receptionist should not represent a booking as acceptance of the matter.
Can it perform a conflict check?
It can collect the names and fields the firm requests for an initial screening workflow, but the actual conflict determination should remain with the firm’s authorized process.
How should existing clients be handled after hours?
Use a separate existing-client route with the firm’s approved callback or escalation rules. The receptionist should avoid discussing privileged strategy or inventing case information.